Global Call Centre Outsourcing Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast 2024 to 2032

Description

List of Tables

The global demand for Call Center Outsourcing Market is presumed to reach the market size of nearly USD 176.87 Billion by 2032 from USD 107.21 Billion in 2023 with a CAGR of 5.72% under the study period 2024-2032.

Call center outsourcing refers to contracting external service providers to manage and operate a company's customer service and support functions. This involves delegating tasks such as handling inbound and outbound calls, managing customer inquiries, and providing technical support to specialized third-party firms. Outsourcing call center operations allows companies to focus on their primary business activities while taking advantage of the specialized expertise and resources offered by external providers. This practice provides cost savings, access to cutting-edge technologies, and the capability to scale operations rapidly. Outsourcing can be done onshore, nearshore, or offshore, depending on the company's needs and strategic goals.

MARKET DYNAMICS

Cost efficiency is a primary driver, as outsourcing allows companies to reduce operational expenses by leveraging lower-cost labor in different regions. Additionally, the growing need for businesses to provide 24/7 customer support and handle high call volumes effectively is fueling demand for call center outsourcing. The integration of advanced technologies, such as AI & cloud-based platforms, is enhancing the capabilities of outsourced call centers, offering opportunities for improved service delivery and customer experience. The rise of globalization and the need for multilingual support also contribute to call center outsourcing market growth as companies seek providers with diverse language capabilities. Furthermore, the increasing focus on customer satisfaction and personalized service drives the demand for high-quality, specialized call center services. These trends create a dynamic market with ample opportunities for growth and innovation. However, concerns over data security and potential quality inconsistencies can hinder call center outsourcing market growth.

The research report covers Porter's Five Forces Model, Market Attractiveness Analysis, and Value Chain analysis. These tools help to get a clear picture of the industry's structure and evaluate the competition attractiveness at a global level. Additionally, these tools also give an inclusive assessment of each segment in the global market of Call Center Outsourcing. The growth and trends of Call Center Outsourcing industry provide a holistic approach to this study.

MARKET SEGMENTATION

This section of the Call Center Outsourcing market report provides detailed data on the segments at country and regional level, thereby assisting the strategist in identifying the target demographics for the respective product or services with the upcoming opportunities.

By Type

Inbound Service
Outbound Service

By Service Type

Email Support
Chat Support
Voice Support
VideSupport
Social Media Support
Others

By Enterprise Size

Small & Medium Enterprises (SMEs)
Large Enterprise

By End-user

BFSI
Retail & E-commerce
IT & Telecom
Healthcare
Travel & Hospitality
Media & Entertainment
Energy & Utilities
Education
Transportation
EdTech
HealthTech
FinTech
Others

REGIONAL ANALYSIS

This section covers the regional outlook, which accentuates current and future demand for the Call Center Outsourcing market across North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa. Further, the report focuses on demand, estimation, and forecast for individual application segments across all the prominent regions.

The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide. The major players in the Call Center Outsourcing market include Accenture Plc, Teleperformance SE, Atento SA, Concentrix Corporation, Sitel Group, Capgemini SE, Cognizant Technology Solutions Corporation, Sutherland Global Services Inc., TTEC Holdings Inc., HCL Technologies, Wipro Limited, Infosys Limited, Tata Consultancy Services (TCS), Tech Mahindra, StarTek Inc., WNS Global Services, TaskUs Inc. This section consists of a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.

In case you have any custom requirements, do write to us. Our research team can offer a customized report as per your need.

Product Code: VMR11218244

1. PREFACE

1.1. Report Description
- 1.1.1 Objective
- 1.1.2 Target Audience
- 1.1.3 Unique Selling Proposition (USP) & offerings
1.2. Research Scope
1.3. Research Methodology
- 1.3.1 Market Research Process
- 1.3.2 Market Research Methodology

2. EXECUTIVE SUMMARY

2.1. Highlights of Market
2.2. Global Market Snapshot

3. CALL CENTER OUTSOURCING - INDUSTRY ANALYSIS

3.1. Introduction - Market Dynamics
3.2. Market Drivers
3.3. Market Restraints
3.4. Opportunities
3.5. Industry Trends
3.6. Porter's Five Force Analysis
3.7. Market Attractiveness Analysis
- 3.7.1 Market Attractiveness Analysis By Type
- 3.7.2 Market Attractiveness Analysis By Service Type
- 3.7.3 Market Attractiveness Analysis By Enterprise Size
- 3.7.4 Market Attractiveness Analysis By End-user
- 3.7.5 Market Attractiveness Analysis By Region

4. VALUE CHAIN ANALYSIS

4.1. Value Chain Analysis
4.2. Raw Material Analysis
- 4.2.1 List of Raw Materials
- 4.2.2 Raw Material Manufactures List
- 4.2.3 Price Trend of Key Raw Materials
4.3. List of Potential Buyers
4.4. Marketing Channel
- 4.4.1 Direct Marketing
- 4.4.2 Indirect Marketing
- 4.4.3 Marketing Channel Development Trend

5. GLOBAL CALL CENTER OUTSOURCING MARKET ANALYSIS BY TYPE

5.1. Overview By Type
5.2. Historical and Forecast Data Analysis By Type
5.3. Inbound Service Historic and Forecast Sales By Regions
5.4. Outbound Service Historic and Forecast Sales By Regions

6. GLOBAL CALL CENTER OUTSOURCING MARKET ANALYSIS BY SERVICE TYPE

6.1. Overview By Service Type
6.2. Historical and Forecast Data Analysis By Service Type
6.3. Email Support Historic and Forecast Sales By Regions
6.4. Chat Support Historic and Forecast Sales By Regions
6.5. Voice Support Historic and Forecast Sales By Regions
6.6. VideSupport Historic and Forecast Sales By Regions
6.7. Social Media Support Historic and Forecast Sales By Regions
6.8. Others Historic and Forecast Sales By Regions

7. GLOBAL CALL CENTER OUTSOURCING MARKET ANALYSIS BY ENTERPRISE SIZE

7.1. Overview By Enterprise Size
7.2. Historical and Forecast Data Analysis By Enterprise Size
7.3. Small & Medium Enterprises (SMEs) Historic and Forecast Sales By Regions
7.4. Large Enterprise Historic and Forecast Sales By Regions

8. GLOBAL CALL CENTER OUTSOURCING MARKET ANALYSIS BY END-USER

8.1. Overview By End-user
8.2. Historical and Forecast Data Analysis By End-user
8.3. BFSI Historic and Forecast Sales By Regions
8.4. Retail & E-commerce Historic and Forecast Sales By Regions
8.5. IT & Telecom Historic and Forecast Sales By Regions
8.6. Healthcare Historic and Forecast Sales By Regions
8.7. Travel & Hospitality Historic and Forecast Sales By Regions
8.8. Media & Entertainment Historic and Forecast Sales By Regions
8.9. Energy & Utilities Historic and Forecast Sales By Regions
8.10. Education Historic and Forecast Sales By Regions
8.11. Transportation Historic and Forecast Sales By Regions
8.12. EdTech Historic and Forecast Sales By Regions
8.13. HealthTech Historic and Forecast Sales By Regions
8.14. FinTech Historic and Forecast Sales By Regions
8.15. Others Historic and Forecast Sales By Regions

9. GLOBAL CALL CENTER OUTSOURCING MARKET ANALYSIS BY GEOGRAPHY

9.1. Regional Outlook
9.2. Introduction
9.3. North America Sales Analysis
- 9.3.1 Overview, Historic and Forecast Data Sales Analysis
- 9.3.2 North America By Segment Sales Analysis
- 9.3.3 North America By Country Sales Analysis
- 9.3.4 United States Sales Analysis
- 9.3.5 Canada Sales Analysis
- 9.3.6 Mexico Sales Analysis
9.4. Europe Sales Analysis
- 9.4.1 Overview, Historic and Forecast Data Sales Analysis
- 9.4.2 Europe By Segment Sales Analysis
- 9.4.3 Europe By Country Sales Analysis
- 9.4.4 United Kingdom Sales Analysis
- 9.4.5 France Sales Analysis
- 9.4.6 Germany Sales Analysis
- 9.4.7 Italy Sales Analysis
- 9.4.8 Russia Sales Analysis
- 9.4.9 Rest Of Europe Sales Analysis
9.5. Asia Pacific Sales Analysis
- 9.5.1 Overview, Historic and Forecast Data Sales Analysis
- 9.5.2 Asia Pacific By Segment Sales Analysis
- 9.5.3 Asia Pacific By Country Sales Analysis
- 9.5.4 China Sales Analysis
- 9.5.5 India Sales Analysis
- 9.5.6 Japan Sales Analysis
- 9.5.7 South Korea Sales Analysis
- 9.5.8 Australia Sales Analysis
- 9.5.9 South East Asia Sales Analysis
- 9.5.10 Rest Of Asia Pacific Sales Analysis
9.6. Latin America Sales Analysis
- 9.6.1 Overview, Historic and Forecast Data Sales Analysis
- 9.6.2 Latin America By Segment Sales Analysis
- 9.6.3 Latin America By Country Sales Analysis
- 9.6.4 Brazil Sales Analysis
- 9.6.5 Argentina Sales Analysis
- 9.6.6 Peru Sales Analysis
- 9.6.7 Chile Sales Analysis
- 9.6.8 Rest of Latin America Sales Analysis
9.7. Middle East & Africa Sales Analysis
- 9.7.1 Overview, Historic and Forecast Data Sales Analysis
- 9.7.2 Middle East & Africa By Segment Sales Analysis
- 9.7.3 Middle East & Africa By Country Sales Analysis
- 9.7.4 Saudi Arabia Sales Analysis
- 9.7.5 UAE Sales Analysis
- 9.7.6 Israel Sales Analysis
- 9.7.7 South Africa Sales Analysis
- 9.7.8 Rest Of Middle East And Africa Sales Analysis

10. COMPETITIVE LANDSCAPE OF THE CALL CENTER OUTSOURCING COMPANIES

10.1. Call Center Outsourcing Market Competition
10.2. Partnership/Collaboration/Agreement
10.3. Merger And Acquisitions
10.4. New Product Launch
10.5. Other Developments

11. COMPANY PROFILES OF CALL CENTER OUTSOURCING INDUSTRY

11.1. Top Companies Market Share Analysis
11.2. Market Concentration Rate
11.3. Accenture Plc
- 11.3.1 Company Overview
- 11.3.2 Company Revenue
- 11.3.3 Products
- 11.3.4 Recent Developments
11.4. Teleperformance SE
- 11.4.1 Company Overview
- 11.4.2 Company Revenue
- 11.4.3 Products
- 11.4.4 Recent Developments
11.5. Atento SA
- 11.5.1 Company Overview
- 11.5.2 Company Revenue
- 11.5.3 Products
- 11.5.4 Recent Developments
11.6. Concentrix Corporation
- 11.6.1 Company Overview
- 11.6.2 Company Revenue
- 11.6.3 Products
- 11.6.4 Recent Developments
11.7. Sitel Group
- 11.7.1 Company Overview
- 11.7.2 Company Revenue
- 11.7.3 Products
- 11.7.4 Recent Developments
11.8. Capgemini SE
- 11.8.1 Company Overview
- 11.8.2 Company Revenue
- 11.8.3 Products
- 11.8.4 Recent Developments
11.9. Cognizant Technology Solutions Corporation
- 11.9.1 Company Overview
- 11.9.2 Company Revenue
- 11.9.3 Products
- 11.9.4 Recent Developments
11.10. Sutherland Global Services Inc.
- 11.10.1 Company Overview
- 11.10.2 Company Revenue
- 11.10.3 Products
- 11.10.4 Recent Developments
11.11. TTEC Holdings Inc.
- 11.11.1 Company Overview
- 11.11.2 Company Revenue
- 11.11.3 Products
- 11.11.4 Recent Developments
11.12. HCL Technologies
- 11.12.1 Company Overview
- 11.12.2 Company Revenue
- 11.12.3 Products
- 11.12.4 Recent Developments
11.13. Wipro Limited
- 11.13.1 Company Overview
- 11.13.2 Company Revenue
- 11.13.3 Products
- 11.13.4 Recent Developments
11.14. Infosys Limited
- 11.14.1 Company Overview
- 11.14.2 Company Revenue
- 11.14.3 Products
- 11.14.4 Recent Developments
11.15. Tata Consultancy Services (TCS)
- 11.15.1 Company Overview
- 11.15.2 Company Revenue
- 11.15.3 Products
- 11.15.4 Recent Developments
11.16. Tech Mahindra
- 11.16.1 Company Overview
- 11.16.2 Company Revenue
- 11.16.3 Products
- 11.16.4 Recent Developments
11.17. StarTek Inc.
- 11.17.1 Company Overview
- 11.17.2 Company Revenue
- 11.17.3 Products
- 11.17.4 Recent Developments
11.18. WNS Global Services
- 11.18.1 Company Overview
- 11.18.2 Company Revenue
- 11.18.3 Products
- 11.18.4 Recent Developments
11.19. TaskUs Inc
- 11.19.1 Company Overview
- 11.19.2 Company Revenue
- 11.19.3 Products
- 11.19.4 Recent Developments

Note - In company profiling, financial details and recent developments are subject to availability or might not be covered in the case of private companies